Could you lead an essential HR service today, while transforming it for tomorrow? We’re looking for an experienced, customer-focused leader to inspire and develop our HR Service Centre team, champion excellent customer service and help shape the future of HR Operations.
At the heart of the employee experience, our HR Service Centre provides HR administration, and systems support to around 4,500 colleagues across the Group. This is a busy, varied, and influential role where you’ll combine people leadership, operational excellence, and continuous improvement to deliver an outstanding service for colleagues and managers.
You’ll lead a talented team to provide clear, accurate and timely support, while identifying opportunities to simplify processes, strengthen controls, improve efficiency, and enhance the customer experience. If you’re passionate about developing people, solving problems, and delivering meaningful change, this is a fantastic opportunity to make a lasting impact.
Please note this is a 1 year fixed term contract
What you’ll do
- Inspire and develop the HR Service Centre team, creating a positive, high-performing culture where people can thrive.
- Champion excellent customer service and right-first-time delivery, ensuring colleagues and managers receive clear, accurate and timely support.
- Drive operational performance, ensuring service standards, controls and compliance requirements are consistently met.
- Use customer insight, performance data and reporting to identify trends, solve problems and deliver continuous improvement.
- Simplify HR processes and ways of working to improve efficiency, reduce risk and enhance the experience of colleagues and managers.
- Strengthen data quality and governance by identifying root causes, implementing corrective actions, and embedding effective controls.
- Review and improve HR guidance, letters, templates, and communications to ensure they are clear, engaging, and easy to understand.
- Support HR transformation initiatives, helping to shape innovative, efficient, and scalable services for the future.
- Build strong relationships across HR and the wider business to deliver improvements and achieve shared goals.
What you’ll need
You’ll be an engaging and credible leader who enjoys developing people, delivering great service, and finding better ways of working.
You’ll bring:
- experience leading and developing teams within HR Operations, shared services, or a similar customer-focused environment.
- a strong commitment to customer service, operational excellence and creating positive experiences for colleagues and managers.
- a practical improvement mindset, with demonstratable experience of reviewing processes, solving problems, and implementing better ways of working.
- the ability to motivate, coach and lead teams through change.
- strong analytical and problem-solving skills, with the confidence to use data and insight to drive decisions and improvements.
- experience of HR systems, reporting tools and maintaining high standards of data accuracy.
- the ability to move between strategic improvement priorities and the day-to-day detail needed to maintain a dependable service.
- excellent communication, stakeholder management, and influencing skills.
- good knowledge of HR processes, employment legislation, data protection, and governance requirements.
- a degree-level qualification or equivalent experience. CIPD Level 5, or working towards it, would be an advantage.
This is more than an opportunity to manage a service. It’s a chance to influence how HR support is designed, delivered, and experienced across the Group.
You’ll have the opportunity to
- lead and develop a skilled and dedicated team.
- make a direct difference to the experience of around 4,500 colleagues.
- shape simpler, more responsive, and more resilient HR services.
- use customer insight and operational data to drive meaningful improvements.
- explore innovative ways of working, including digital tools, automation, and AI.
- play an important role in shaping the future of HR Operations.
If you’re excited by the challenge of leading a great team, delivering exceptional customer service, and transforming how HR support is delivered, we’d love to hear from you.
What you’ll receive
- A combined pension contribution of up to 20%.
- Career progression and professional development opportunities.
- 25 days’ holiday rising to 28 with length of service.
- The opportunity to sell up to five days of holiday every year.
- The opportunity to buy up to ten days of holiday each year (subject to conditions).
- A healthcare package that allows you to claim back healthcare costs.
- Life assurance of up to eight times your salary.
- The opportunity to lease a new electric car through salary sacrifice (subject to conditions).
- Cashback and discounts from more than 3,000 retailers.
- One paid volunteering day each year.
- Enhanced family leave and pay arrangements.
- Access to an interactive health and wellbeing platform.
- Support from trained mental health first aiders.
- A £1,000 referral fee if you recommend someone who is successfully recruited by us.
Who we are
YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:
- Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West
- YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award-winning, exciting mix of houses, apartments, schools, commercial space, restaurants and hotels, to make a truly sustainable new community
- YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy and environmental sectors
- YTL Live – the development and operation of an entertainment complex that includes a 20,000 capacity arena, conferencing and exhibition space
- plus a number of other retail, environmental and specialist businesses.
Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us! You will have a unique opportunity to develop and progress your career within such a diverse group.
We are passionate about diversity and inclusion – with that in mind, all applicants are welcome. We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.
If you require reasonable adjustments to be made during the recruitment process, please inform a member of our Recruitment team.
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